ComplaintsforBrakes Plus

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a 10am appointment for my vehicle in to get new brake pads on Sat, Mar. 30, 2024. Account #******** Didnt get done until after 3pm. I live fairly close and noticed that when I would apply the brakes, my steering wheel was shaking, never has happened before. So I called to speak to the manager. He asked if I could come back, which I couldnt not. Next day was Easter, then on Apr. 1, my father in law having heart surgery and I was unavailable until Apr. 3. I brought it back at 8am that Wed. They ended up redoing the brakes. Not sure what went wrong the 1st time, but it fixed the issue with the steering wheel. After 1 1/2 weeks, I noticed that there was an occasional grinding noise. Shouldnt be because theyre new! So I popped the hood to check the brake fluid and lo and behold, my brake fluid cap to my reservoir was not on and it was bone dry! Had a cap before. Not happy! I immediately called, 4-18, but couldnt get in until 4-20. They ordered a new cap and checked my brakes. This is when *** had told me that my rotors were warped and needed to be replaced. This was Never mentioned to me and wasnt on any of my paperwork on 3-30-24 or 4-3-24. Besides, they were replaced the last time I got my brakes done. I normally have a friend do car maintenance and the only reason I came here was because he had gone back east for Easter and then the heart surgery and they needed to be done. So this sounded quite odd because I have never had to get new ones every time I get pads. He then proceeded to tell me that my friend doesnt have the proper equipment. Oh, really!? How do you know what he has or doesnt have!? Hes a mechanic that has a shop in ****** and not only works on vehicles, but High End RVs and Boats! And trust me, he knows what hes doing! Unlike these people. Im certain that not having brake fluid has A Lot to do with damaging my rotors and I would like them to replaced, free of charge.

  Business response

  05/29/2024

  Brake Plus is willing to work with the customer to resolve the concern. I am sorry this all happened. Please reach out to me at ************ and we can discuss how to get this corrected in a timely manner. 

   

  Thanks, 

  Rich

  ******* Manager

  Customer response

  05/30/2024

  I called and spoke with ****, the Regional Manager and an appointment is set up on Wednesday, June 5 at 8am at a different Brakes Plus location for new rotors, pads, and a brake flush if needed. He was very apologetic and sincerely sorry that the issue had occurred and wants to fix the situation and that is very appreciated. I am pleased with the outcome. 

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I called and spoke to Rich, the Regional Manager, and an appointment is set up for Wednesday, June 5 at 8am at a different location for new rotors, pads, and a brake flush if needed. He was very apologetic and sincerely sorry that this occurred and wants to fix the situation and that is very appreciated. I am pleased with the outcome.

  
  Sincerely,
  
  *********************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8, 2024, at approximately 2:00 pm, I brought my vehicle for an oil change at the Brakes Plus, located at ******************************. I requested that they check my brakes and air filers. When my 2014 ****** Prius was completed, as I drove out of the parking lot just passing Sonic Burger, the vehicle made a noise and then the Engine check light came on and a message appear, "Check Hybrid system and pull vehicle over to a safe place." While I was in the parking lot, I went back to the Brakes plus and let them know about the issue. They ran some computer check and they said that my Hybrid battery was low. I asked the service tech if there was some possiblity that they created this problem. He said, no, and said that the hybrid battery was low. I also asked them to reset the check engine light, however, the same message appeared with the check engine light. I then made the decision to have my vehicle towed to the Auto Nation ****** in Centennial, CO. I arrive over at the ****** service at 3:40 p.m. *********************** checked in my vehicle and said they would be checking my vehicle the next day May 9, 2024. I received a phone call from Jezariah today, and he informed me that whoever was working on your vehicle yesterday, that when they checked the Air Filter, that they noticed that the Air Filter intake hose was pulled when engine air filter was inspected by Brakes Plus. The Air Filter intake hose was not properly fitted back into throttle body. This was clearly brakes plus fault since this problem occurred right after they serviced my vehicle. My vehicle never had this problem and right up to the point before brakes plus serviced my vehicle that there was no problem. I was charged ****** by AutoNation ****** and I am requesting Brakes plus to pay me for their mistake performed on my vehicle. I also had to use one of my tows with AAA and I have to waste two days and not have a vehicle for over 26 hours.

  Business response

  05/16/2024

  Called customer immediately and apologized for the inconvenience. Refunded the customer the diagnostic fee in full on 5-10-2024 in the amount of $150.00. PO #*********** Vehicle is in working order and customer was refunded out of pocket expenses caused by brakes plus. Thank you! 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-23-2023 as I was finishing my Amazon route, I started to hear the sound of air being released as I pushed on my brake. I needed to get my oil changed as I was planning on going home for Christmas, and my registration was about to expire also. So I drove immediately to Just7 for that and had them check my brakes as well.,I got an estimate then I drove to Brakes Plus to get an estimate. I dropped my car off with them the next morning at 8am on the 24th. Paid Brakes Plus when it was ready and now needed to get my inspection. After getting my inspection, I see that it had recalls. I knew right then the recall was my brake issue. So I go to ***** I give **** my information and the *** etc. they said its pulling up as Brakes Plus. **** had my car the entire time and fixed the Brake issue because it was a RECALL. Exactly what I just paid to Brakes Plus. Brakes Plus never had my car!

  Business response

  04/26/2024

  Called and left customer a voicemail in an attempt to resolve customer's complaint.

  Customer response

  04/28/2024

   
  Complaint: 21617770
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get my brakes checked at brakes plus. They checked them and gave me a quote upon getting the car back I realized one of the lug nuts was cross threaded leaving the wheel not properly secured. I emailed and left a review and all they said was we will talk to the team and hope to serve you better next time. Never once tried to fix it or pay for at least new parts needed to fix their mistake

  Business response

  04/24/2024

  I have called customer and left a voice message and waiting for call back. I will have not problem replacing stud/nut. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a diagnostic done on why my windshield wipers were not functioning. I went in after a six-day hospital stay. They said it was a part that it wasn't. I ordered the part that the manager told me I could purchase online (windshield wiper plug). She showed me a picture of what I needed to order the part. I went in a second time with that part. Then she told me that I needed the one with the pigtails, and I ordered that part. I brought it in a third time. On the third time, they wanted to charge me more, despite telling me that I wouldn't pay as much for the installation. This went on for three weeks to a month in-between numerous hospital visits from a rare side-effect from a medication that caused a hemolytic crisis. I had to drive in the snow and rain during that time to my doctor ************ and to the *** I took my car to ********************** with the part, but when he looked at it, it wasn't even that windshield wiper plug. It was the entire motor. He showed it to me, and the plug was completely fine! ******* mechanic.for nearly 20 years)!! I just want my diagnostic reimbursed because all I had to do was go to a used parts place, by the motor, and will have working windshield wipers in less than a week. I was so sick (and still on FMLA) , and the drive from Loveland to Johnstown on the snow and raid debris from the snow was dangerous, time-consuming, and a compete waste of time. I went there because I thought they could get the job done. I knew I needed them and needed to return to the *** I was hypoxic, weak, and needed them sooner because of the weather.

  Business response

  04/12/2024

  On February 9th **********************;brought her vehicle to us to diagnose her wiper blades that were not working. We spent over two hours diagnosing the problem to find that the windshield wiper motor was not getting any power. The plug connector on the wiper motor was broken. The customer was advised that she needed a new motor because the wiring and plug were part of the motor assembly.  We recommended replacing the wiper motor assembly. This was too costly, and the customer asked if there were any other options. She was advised that if she went to a salvage yard and was able to purchase just the connector and wiring that we would wire it in for her to save money. The customer returned the second time with the wrong part. She was given pictures of the correct part. She returned a third time with the correct part. We advised her that there would be a labor charge to cut out and wire in the new connector. She refused to pay saying she already paid us. We advised her that what she paid for was the labor to spend the time to diagnose what the problem was. She has since left and not returned. If a ****** repair shop is going to install a motor it will fix the issue because that is what we advised her of from the beginning. The only reason there were back and forth trips were because we were trying to save her money by just wiring in a new connector to avoid the cost of replacing the motor which we originally diagnosed as faulty. The money paid to us was for a diagnostic service that was completed and done correctly.

  Customer response

  04/12/2024

   
  Complaint: 21561935
  
  I am rejecting this response because:the first picture is the part that the manager told me to get. I returned with thar part. She then told me I needed the pigtails to go with it, and I ordered that part,.returning a third time. She did not advise me I needed a new motor, just that particular part and that was all that was wrong with the motor, stating that when they wiggled it around it started to work. She is being dishonest. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2.21.2024 cost of repair ******* Took my vehicle in for break repair when i got my truck back the brakes were still soft and *** safe to drive. They told me it was fine and to drive it and if it wasn't good to bring it back. I brought it back the same evening. After they looked at it again they charged me ****** on 2.23.2024 I picked my truck up it still wasn't fixed. I talked to ***** a general manager he had me take it to a different location in ********* ********. They bled the brakes again did not charge me on 3.4.2024 the brakes felt more firm but still not as they should. now 4.1.2024 they have gone soft again. I will contact them to see what they will do but they obviously cant fix the problem. I would like a refund on at least the labor. I am going to take it too a different repair shop and see if they can fix the problem. I am unable to load the receipts but do have them and can email a picture if needed.

  Business response

  04/08/2024

  04-04-2024
  
  Name: *********************
  
  
  
  
  Dear BBB
  
  
  
  On 2-21-2024; RO# *********** the customer **** came in after he had replaced the master cylinder, and one caliper in the rear. His vehicle is a 2003 Dodge Ram pickup with ******. He agreed to the front brakes with hoses along with 2 ball joints for a total of $1797.43. He did not agree to the front calipers at that time. He came back in on 2-23-2024, RO# *********** and we stalled the front calipers with a $100 discount for $480.74.
  
  On 3-4-2024 he took it to the ********* store *********** and they performed an ABS bleed to no charge of the customer. **** did contact us, and our manager of the ********* store called him 2 times to invite him back to the shop to help him. He has not yet returned out call.
  
  The Master cylinder, calipers and hoses are all under warranty and we would be happy to help him in our stores to determine whats wrong with these or other parts if we can see the vehicle again but we would like him to come in our ********* store.
  
  
  
   Thank you.
  
  
  
  *********************************
  Regional Manager *****, ********
  

  Customer response

  04/08/2024

  I agreed to all recommendations on the first visit and second visit. So that is a flat out lie. I also got 1 call back from the ********* location and did respond. I dropped my truck off Sunday for them to examine since my brakes are still squishy and has gotten worse over the month since I had it in last. Hopefully they can find the issue. 

  Customer response

  04/09/2024

   
  Better Business Bureau:

  After working with ************************* at the brakes Plus location in ********* I'm satisfied with all he has done to make things right. I believe he has gone above and beyond to resolve the brake problem and in a professional manner. Although the brakes are not completely satisfactory they have done all they can at this time and have put a quote together to replace the *** Module that will hopefully fix the brakes. ***** and his team at the ********* location really put in the effort and was honest with me and that goes along way. The 90th Street location staff made excuses and lies to cover up their incompetence and that is what made me so angry with their service.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around feb. *****rd 2024, i took my vehicle in for brakes repair. Economy brakes were initially on the front and premium on the back. In the process i waited nearly 2hours and was retuned my vehicle . When returned my vehicle i was told that the manager wanted to upgrade my brakes at no extra charge just because . After taking my vehicle home i noticed the brakes were still squealing like before, damage to my rear wheel, big piece of metal in the tire and a clicking noise when driving when the problem or damaged were not there before. When i called the store they were welcoming to my concerns and expressed how theyd fix the wheel since it was damaged in their care, they took a look at the noise and the manager said they hit a pot hole or something and it broke the wheel axel he could fix it he could even make the noise with the wheel off if i paid for the parts . Which i didnt understand why i was paying for anything when they broke the part. To not escalate the issue i agreed and he quoted the part $180. After giving me the run around for a whole week after he said itll only take 1-2 days they finally got the part in and i dropped my car off to get fixed when calling to say its done he then changed his statement saying wheel axel wasnt broken it was the wheel bearing hub , he said the part didnt need paying for just services which were $200 and i stated thats not what we discussed . He later than agreed to the original $180 and added all taxed which was nearly still $200 . It is now March 20th and the brakes are still squealing , the car is still clocking when driving on the side they fixed . I have spent nearly $800 as of now to fix everything including brakes and nothing is fixed. Every time i return vehicle they are always saying i have to pay for something i didnt initially break or need fixing before leaving my car in there hands . I really need a resolution to this problem. Because i feel as a woman they are running over me .

  Business response

  03/21/2024

  I spoke with customer in regard to the issue with the vehicle. Customer visited our location today 3/21 and her concern is being addressed. We will be taking care of the issue and getting the concern resolved at no charge to the customer. I also apologize for the inconvenience that this has created.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am asking for a full refund of $1113.04. I paid for repairs that did not fixed or resolve my oil leak, and following the second inspection by Brakes Plus, I became less confident in the recommendation that was provided. On January 26, 2024, I brought my car to Brakes Plus so they could diagnose an oil leak. Diagnose: $330.00 oil pan gasket replacement; $680.44 valve cover gasket replacement; $84.50 for steam cleaning oil dye and engine degreaser; and $79.99 for an oil change.January 26, 2024, I paid $1113.04 to have these oil leak fixed; the $372.00 replacement that was first diagnosed, was replaced with a re-seal oil pan for $330.00. As seen by the oil leak stains on my driveway, my car was still leaking a significant amount of oil the same day Brakes Plus fixed it.I returned to Brakes Plus the following day, January 27, 2024, to let *********************** know that there was still a substantial amount of oil leaking. ***** notified me that their diagnostic repairs for the oil leak had not fixed the oil leak. ***** continued, saying that the oil was leaking oil from oil pressure sensor/oil pump area and suggested that the timing belt and cover be removed to examine the oil pump. A "small leak at the rear main seal area also might exist. I expressed my dissatisfaction at having to pay over $1000.00 to have the oil leak improperly diagnosed or misdiagnosed and not fixed.After a second opinion, this confirmed that the oil leak had nothing to do with or was unrelated to the relatively new oil pan, the valve cover gasket, or the oil pressure sensor oil pump. I had the oil changed again and replaced the oil drain plug after discovering that the washer was old and worn out, which effectively stopped the majority of the oil leak. The oil filter that Brakes Plus replaced had a lot of gunk on the oil filter. In addition, I will also soon have the oil filter adaptor be replaced.

  Business response

  03/27/2024

  When we first saw the vehicle, we did a diagnostic for an oil leak repair. At that time, we found leakage from the components that had been billed to the customer. There was such a heavy saturation of oil on the engine assembly that it was hard to determine if there were any other leaks than what we had found. There is no guarantee of any other oil leaks other than those that were repaired. The oil leak repair was a starting point, and the customer was informed of this being a starting point. We are not willing to issue a refund for the work done.  

  Customer response

  03/28/2024

   
  Complaint: 21444627
  
  I am rejecting this response because: I dispute and reject your response, and assert that the information in the communication message that Brakes Plus provided are inaccurate.
  
  I accept that I brought my car to Brakes Plus for a diagnostic to find the source of an oil leak, which should have been done at a lower cost or at a less expensive price.
  
  Brakes Plus did not fix or repair the diagnostic oil leak, and ***********************, the general manager, did not tell me that the oil leak repair was a "starting point". ***** informed me that by paying for the steam cleaning oil dye, and engine degreaser, they would be able to locate the source of the oil leak. I paid Brakes Plus $1113.00 to fix the oil leak that they diagnosedwhich never happened, not $1113.00 for a "starting point".
  
  The misdiagnosis or wrong diagnosis of the replacement of the oil pan gasket and valve cover gasket by Brakes Plus was never the cause of the oil leak. There was no leak in the oil pan or valve cover gasket, thus the dripping of oil is not necessarily a sign that the gasket or oil pan is leaking.
  
  The oil leak also is not the cause of the Brake Plus diagnostic, which stated that "the leaking oil from oil pressure sensor/oil pump area and suggested that the timing belt and cover be removed to examine the oil pump was not the problem of the oil leak.  In addition, my power steering pump is not leaking which was also determined by Brakes Plus diagnostic.
  
  Further, I paid Brakes Plus for the oil change and because the drain plug washer/threads was worn, I had the worn-out drain plug replace with a new one, which essentially stopped the majority of the oil leak.
  
  This is my second request for a full refund of $1113.04.
  
  Sincerely,
  *****************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Returning to ******* on a trip to ******, I brought my new car in for an oil change. After being upsold on brakes and struts, BrakesPlus damaged my parking brake actuator and wiring harness. They had to send my car to a **** dealership in order to fix what they broke. **** confirmed that BrakesPlus caused these issues. Meanwhile, I was stranded in ****** for 6 days. I was told if I would forego a rental car, I would be able to get a larger discount. In sum total, BrakesPlus offered me an 80 dollar discount on the agreed-to price. To BrakesPlus, 80 dollars is worth the cost of being stranded away from home, without a vehicle, for 6 days, due to their mistake. No rental car, no reimbursement, and an absolute middle-finger of a discount.They lied to me multiple times about the status of my car. BrakesPlus claimed that my vehicle was already damaged. This was a lie. BrakesPlus claimed that because they had to spend money fixing their mistake, they couldn't discount me further. That isn't my problem. Darien even claimed the money came out of his pocket. This is almost assuredly untrue, but if the case, completely illegal.I was told by ******* that my car was driven to **** without rear brakes. This is wildly irresponsible, and frankly, cheap. At minimum, BrakesPlus should have towed or lifted my car. And the manager, *****, simply said "There's nothing more I can do for you."I paid for this service on the 14th. I brought my car in for service on the 8th. We agreed upon 1199 (before tax) on the 8th. My car was kept overnight by BrakesPlus on the 8th, and taken to **** from the 9th - 14th.

  Business response

  03/13/2024

  Called customer and left a voicemail to resolve complaint.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Brake Plus for a coolant leak on 1-8-2024. They did a diagnostic which told me I had a water pump leak and I had a radiator leak and new parts were required. The thermostat was sticking and always has to be replaced with new water pump. I authorized work to be done. They said the car was ready on 1-13-2024. The front desk person said I needed to pay my part of the payment and they had not received payment from Car Shield and said Car Shield was closed. **** the manager suggested that I make the complete payment and be reimbursed by Car Shield. I called Car shield and Car Shield paid Brakes Plus $1088.76. I paid Brake Plus $880.20. I received my keys and after starting my car up, I heard this loud noise that I never heard before. I went back inside to speak to someone to ask why my car was making that loud noise. **** went out to the car and had me to start the car up and he started to make up excuses about why my car was making that loud noise. **** the manager raised the hood of my car and said it was the hood that was making the noise. **** said the the car was safe to drive. One of the Mechanics said the car was old and that was the reason the car was making that noise. My car was not making that noise when I took it to them. It was only after Brakes Plus worked on my car that the noise occurred. I drove my car four days and the noise got worse. I then went back to Brakes Plus and ask for the manager ****, he was at lunch. One of the mechanics drove my car around the block and said he could not determine what the noise was. He then ask me to drive around the block while he sat in the back. As soon as I started driving the noise I complained about started up. The mechanic ask me if that was the noise I was referring to? I said yes, he said that he know exactly what the noise was. I ask what is it? The mechanic said I need a motor mount and some other part. I took the car to *** Boys for a diagnostic and was told the timing belt was off.

  Business response

  02/19/2024

  We had ************************* bring her car in so we could take another look at it. We verified the balance shaft was out of time. We found the problem and reset the balance shaft timing.

  Customer response

  02/22/2024

  My car has been repaired by Brakes Plus. By complaint has been been resolved. Thank you BBB for your very needed help.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩